Docs / Agents
Your team and the AI
The Inbox, taking over a conversation, handing it back, and questions for the team.
The agents handle what they can and bring your team in for the rest. Everything they hand over lands in the Inbox, with the conversation so far, so nobody has to ask the patient to start again.
What reaches the Inbox
| Kind | When | Who has the conversation |
|---|---|---|
| Emergency | A message looks like an emergency. The person is given the emergency number first, and your emergency contact is alerted. | Your team |
| Needs a person | The person asks for a human, or the agent can't help. | Your team |
| Question for the team | The agent needs an answer from you (for example, "does Dr. Rao see children?") but can keep the conversation going. | The AI |
| Booking approval | Your booking rules say staff approve each booking. | The AI |
| Call back | Someone asked to be called back. | Your team |
| Message not sent | A reminder or other message couldn't be delivered, for example because there's no consent or the number opted out. The task says why. | — |
| Agent tasks | Insurance problems, denied claims, refill requests, referrals, missed visits… each agent adds its own kinds, with their own buttons. | — |
Items are sorted by urgency: emergencies first. Each has buttons for the likely outcomes ("Approve", "Called them", "Patient will self-pay"), and closing an item can hand the conversation back to the AI.
Taking over a conversation
When a conversation is with your team, the AI stays quiet in it. From the Inbox your staff can read the whole thread and reply as themselves on the same channel.
- Hand back to the AI returns the conversation to the agent, which picks up with full context.
- If your team goes quiet, the conversation goes back to the AI on its own after 60 minutes without a staff reply. The person is never left waiting in silence.
- While the conversation is with your team, someone who writes again is told the team has it.
Questions for the team
Not every handoff needs a takeover. When the agent only needs a fact or a decision, it asks your team a question and keeps talking to the person. When someone answers in the Inbox, the agent uses the answer.
Approvals
Actions set to Approval (see Agent packs) wait in the Inbox as approval tasks. Nothing is sent until someone approves.
Sending handoffs to your own tools
Every handoff also produces a handoff.requested event, so a ticket can open in your helpdesk or CRM. See
Connect your CRM.
Something missing or unclear? Ask in the chat at the bottom right, or talk to the Saient team.